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Agenda
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09:00
Welcome Coffee & Networking
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10:00
Opening speech
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10:15
International opportunities for Romanian call centers
Diego Mateos, Owner and CEO of Cosmos Call Center -
11:00
IVR services impact on the call center performances
Dan Mazilu, Owner, Mediatel Data -
11:30
Customer Experience and beyond. Customer Journey design
Apostolos Kemos, Sales Director for SE Europe & Israel, Genesys & Andrei Calin, Senior Consultant, Intrarom -
12:00
Business Lunch & Networking
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13:00
Intelligent developing of the organization: strategy, organizational culture and leadership
Calin Hintea, Dean, College of Political, Administrative and Communication Sciences -
13:30
Measuring customer satisfaction: CSAT, CES and NPS compared
Georgiana Miron, Marketing and Communication Director, Groupama Asigurari Romania -
14:00
Customer engagement in omni-channel self-service contact centers
George Suciu, IT&C Solutions Manager, Beia Consult International and Andre Riemekasten, Channel Manager, Aspect Software -
14:30
Coffee Break and networking